The Society of Workforce Planning Professionals (SWPP) is a membership association designed specifically to facilitate education and networking among workforce planners and managers in the contact center.


Tip of the Week

  • Plan for “non-traditional” holidays.
    March 13 –

    When planning for the year or preparing monthly forecasts, be mindful of
    “non-traditional” holidays.  They can impact volume, call distributions, and
    You could be in an industry that gets increased call volume around Valentine’s Day, for example.  But also make sure to take into consideration the number of romantics on your staff that may try …

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